Module Title: Handling Mail TTLM Code: EIS CWS2 TTLM ...

Module Title: Handling Mail TTLM Code: EIS CWS2 TTLM 0919V1

This module includes the following Learning Guides

LG08:Receiving and dispatching incoming mail

LG Code: - EIS CWS2 M03 LO1-LG08

LG09:. Collect and dispatch outgoing mail


LG10: Organize urgent and same day deliveries


Clerical Work Support L – II

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Author/Copyright: Federal TVET

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Instruction Sheet LG08:Receiving and dispatching

incoming mail

This learning module is developed to provide you the necessary information regarding the

following content coverage and topics:

● Ensuring incoming mail is checked and registered

● Identifying titles and locations of company personnel and departments

● Identifying and distribute urgent and confidential mail

● Sorting and despatch mail

● Recording and/or reporting damaged, suspicious or missing items

First learning guide will also assist you to attain the following content. Specifically, upon

completion of this Learning Guide, you will be able to:

● Ensure incoming mail is checked and registered ● Identify titles and locations of company personnel and departments ● Identify and distribute urgent and confidential mail ● Sort and despatch mail ● Record and/or report damaged, suspicious or missing items

Learning Instructions:

1. Read the specific objectives of this Learning Guide.

2. Follow the instructions described below

3. Read the information written in the information “Sheet 1 and Sheet 2, Sheet 3, Sheet 4,

Sheet 5.

4. Accomplish the “Self-check -1 and Self-check- 2, Self-check- 3, Self-check- 4, Self-check-

5.

5. If you earned a satisfactory evaluation from the “Self-check” proceed to “Other learning

outcome.


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Information Sheet-1 Receiving and dispatching incoming mail

LO1.Receiving and distributing incoming Mail

1.1- Ensuring incoming mail is checked and registered. 1.2- Identifying titles and locations of company personnel and departments. 1.3- Identifying and distributing urgent and confidential mail. 1.4- Sorting and despatching mail. 1.5- Recording and/or reporting damaged, suspicious or missing items.

INTRODUCTION

As you know in every office, a large volume of communication—letters, circulars, telegrams are sent to outsiders or received from them. Inside the organisation also written materials are exchanged between different departments. A planned and efficient handling of the mail is essential for the success of any business organisation. It is described as the backbone and an integral part of an office

1.1- Ensuring incoming mail is checked and registered

Mail refers to written communications sent and received by all organizations.

Processing incoming and outgoing mail is an important daily routine and businesses generally

develop procedures and practices to ensure that mail reaches the right person promptly and

that transactions involving mail are recorded accurately to reduce the chance of lost mail and

disputes about whether or when items were received or sent. In large organizations there is a

separate department to handle the large volume of mail received and sent. In a smaller

organization the office assistant or receptionist handles mail as part of his/her office duties.

Mail can be delivered by post using a:

Postal service

Courier delivery

Personally


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DX delivery (document exchange)

Mail can also be delivered electronically by:

Facsimile machine (fax)

Email

The internet

INCOMING MAIL

Incoming mail is mail that is distributed within the business. It may come from external

sources or it may come from within the organization itself.

Many businesses revolve around what is received in the daily mail, so it is essential that all

inward communications are promptly and correctly processed and distributed.

A large organization may have a central mail room where incoming mail is sorted, opened and

then delivered, whereas smaller organizations generally allocate these duties to a member of

the office staff.

INCOMING MAIL INCLUDES:

confidential/personal mail

urgent mail

electronic mail (e.g. faxes, emails to a central address)

letters and other forms of correspondence

orders, invoices, statements and other financial documents

journals/magazines

parcels

internal mail, such as memos, reports or other information sent between departments

or staff

junk mail

Receiving the mail

Collected from a post office box or locked private mail bag at an Australia Post Office

Delivered to the office by regular post delivery

Transmitted by fax or email

Delivered by courier or messenger

Collected via the DX system

Completing a Mail Register

Many businesses require a record to be kept of all correspondence received.

A mail register provides:

Evidence of the date the item was received A note of any enclosures


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A record of who the mail was assigned to An opportunity to monitor follow-up action

A mail register generally indicates:

The date the correspondence is received The name of the company who sent it Briefly what the subject is If there were any enclosures The person or section to whom the document was assigned Action taken

Type of information to record

You will need to record information in a register.

The type of information you may be asked to record in the register includes the:

date of dispatch sender’s name sender’s department addressee or organization type of service used; for example, Express Post reference number; for example, Australia Post prepaid Express Post envelopes contain a bar-coded reference number for the sender to keep receipts attached where appropriate; for example, receipts issued for registered mail items to provide evidence the item has been sent

Incoming mail takes all of the following forms:

PAPER-BASED DOCUMENTATION PACKAGES

Letters

Internal memoranda

Journals/magazines

Plans

Legal contracts

Brochures

Reports

computer disks

tapes

CD Rooms

Product samples

Books

ELECTRONIC DOCUMENTS

FINANCIAL/ACCOUNTING

DOCUMENTS

Faxes

Emails

Internet communications

Cheques

Invoices

Bank statements

So that mail can be tracked through the organization, incoming mail must be accepted,

registered, checked that it is all present and correct, and sorted and passed on to the correct

person or department within a suitable time frame.

Some examples of problems that could happen during the handling of incoming mail


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Stage Problems

Accepting mail If a parcel is delivered by courier and it is not signed for, it may not be possible to trace it later if it does not reach the intended receiver.

Registering If a legal contract is not date stamped and recorded, it may be difficult to establish when the contract came into force.

Checking that it is all present and correct

If a cheque should have been delivered with a letter but has not been, it may be difficult later to determine whether or not the customer has paid for their goods

Sorting If mail is incorrectly sorted, it could get lost, misfiled and not reach the intended receiver.

Distributing to correct person

If mail is addressed to a staff member who has since left the business, it may get lost or not acted upon if a decision is not made as to who should now receive the mail.

Within a suitable time frame If ‘urgent’ mail is not attended to quickly, the receiver is not able to take action straight away and problems could occur.

Self-Check -1 Written Test

Directions: Answer all the questions that are you are asked below.

1- Explain the incoming mail and what it includes? 3 point __________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________

1- Explainwhat mail register indicates? 3 point

__________________________________________________________________________

__________________________________________________________________________

_____________________________

Name: _________________________ Date: _______________

Note: Satisfactory rating – 5 and above points Unsatisfactory - below 5 points


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Information Sheet-2 Identifying titles and locations of company personnel and departments

1.2- Identifying titles and locations of company personnel and

departments

Collecting mail from the post office

If the business rents a post office box, it is usual for an employee to collect the mail on their

way to work.

Before leaving the post office, the person should check through the mail for:

A card from Australia Post indicating that there are items of mail which do not fit into the box, and which must be collected from the counter.

Any mail for another company which has been placed in your box by mistake.

If the post office is some distance from the office, it may be better to wait until after 9 am when

the post office is open to collect the mail. Alternatively, the post office can be revisited later in

the day if larger items need to be collected or incorrectly-sorted items handed in over the

counter.

OPENING THE MAIL

All organizations will have procedures to follow for processing the mail. In most organizations,

all mail is opened, even if it is addressed to an individual, on the basis that mail addressed to

employees will be of interest to the business. Letters are opened by hand with the help of a

paper knife. If the number of letters is very large, a letter opening machine may be used. The

mail should be opened carefully to ensure safety of mail. It must also be seen that no papers

are left inside the envelope. A responsible officer should supervise this process.

The contents of the envelopes should be scrutinized to find out the purpose of the

correspondence and the department to which it relates. If there are enclosures, they should

be checked to verify that they are in order. Any discrepancy should be brought to the notice of

the mail room supervisor especially when the enclosures are cheuqes, drafts, postal orders,

et. The following points are general guidelines for opening the mail, but always check with

your organization for its preferred procedures.

1. Sort the mail into Names or Departments

2. Put letters marked ‘Confidential’ or ‘Personal’ to one side – DO NOT OPEN

3. Tap each letter on the desk so the contents fall to the bottom.

4. Using a letter opener (manual or electric), carefully slit the top of each letter.

5. Date stamp each item to indicate when it was actually received. Traditionally, the

stamp is placed on the top right hand side of a letter, but it depends on the layout of the

document.

6. Stamp any cheques not already so marked with a ‘Not Negotiable’ stamp.


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7. Briefly look at each letter and check if all enclosures are there. If any are missing, note

it on the bottom of the letter and in the inward mail register, and contact the sender as

soon as possible to let them know.

8. Attach any loose enclosures with a paper clip or a temporary staple. Fasten across the

top left-hand corner so pages can easily be turned.

9. Repair any damaged mail with sticky tape.

10. In accordance with company procedures, either attaches the envelope to the back of

each letter with a paper clip, or place emptied envelopes inside the largest envelope

received and retain them for a day. This will allow any attachments mistakenly left

inside or a return address on an envelope, accessible for the day.

11. When collecting faxes, check the number of pages received against the cover sheet,

which will indicate how many pages should have been received. If any pages are

missing, telephone the sender immediately and ask them to resend the missing pages.

12. If it is company policy, write the details of each item of mail received in the INCOMING

MAIL REGISTER.

13. Sort the mail in order of importance, with the letters marked ‘Confidential’ or ‘Personal’

unopened on top.

14. Place all the mail in a manila folder ready for distribution.

Mail Opened by Mistake

If you inadvertently open a letter marked ‘Confidential’ or ‘Personal’, place it back in the

envelope and reseal it with sticky tape, and then write on the front of the envelope “Sorry,

opened by mistake” and sign your name.



1- What are the general guidelines for opening the mail? 3 point __________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________-

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

___________________________________

2. - If Mail is opened by Mistake what can be done? 3 point


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__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________

Answer Sheet

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________


Ask your teacher/trainer for any help if you need.


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Information Sheet-3 Identifying and distributing urgent and confidential mail

1.3-Identifying and distributing urgent and confidential mail

DISTRIBUTING THE MAIL

In a small business, the manager may wish to peruse all incoming mail before it is distributed,

whereas in a large organization, the mail may be distributed to the manager of each

department. Urgent and confidential mail should be dealt with according to your organization’s

policies and procedures.

Urgent Mail

Priority should be given to urgent mail. Some mail is marked ‘Urgent’ on the packaging, or it

could be received by fax, courier, and messenger, Registered Mail or Express Post. An

organization may have specific procedures in place for sorting and distributing urgent mail, but

generally, you should either deliver urgent mail immediately to the person it is addressed to,

or make sure it goes to the top of the pile when you are prioritizing mail for that person.

Circulation slips

Some mail may need to be given to a number of people. The most efficient way to organize

wide distribution is to attach a circulation slip, listing all the names of the people who must

read the item, to the documentation. Everyone then initials the circulation list when they have

finished reading the attachment, and passes it on to the next person on the list. When

everyone on the list has seen the document, it is filed away. An alternative is to photocopy

the documentation and place it in individual staff member’s pigeon holes or incoming mail

trays.

Opened mail is then sorted with the most urgent and important items on the top.

A suggested order of priority is:

Urgent mail/confidential mail

Cheques

Account for payment

Parcels

Magazines

Trade journals

Newspapers and advertising matter

Circulating Mail

Some mail may need to be circulated to all staff, or to a particular group of staff. For example,

magazines or trade journals may need to be circulated to each member of a certain

department each month. These documents may be circulated to various staff by: Listing their


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names on a distribution sheet (also referred to as a circulation slip) attached to the

documents.

Prioritizing the order of distribution if required, with the person responsible for storing the document last on the distribution list.

Providing a column where recipients can initial and date to verify that they have viewed the documents.

Storing the documents once they have been viewed.

If the documents are confidential, they can still be circulated by attaching a distribution sheet

to the front of a well-sealed envelope. The seal can be initialed over so that any tampering will

be apparent. Interoffice mail is generally circulated from one department to another within an

organization in unsealed, reusable envelopes of various sizes. The receiver reuses the

envelope by crossing out their name and readdressing it:

Confidential mail Urgent mail Mail marked confidential, personal or private

should not be opened, unless you are authorized to open it.

If you open this mail by mistake, you should quickly reseal the envelope with tape and write on it ‘Opened by mistake’ and your initials.

It is not possible to do this for faxes and emails.

If an email message is marked confidential and the addressee’s name is written in the message subject line, you can leave it unopened and forward it to the receiver or send a message to let them know the mail has arrived

Some mail is marked urgent. If it is also

marked confidential or personal, you should treat it as confidential first and not open it.

You can either deliver urgent mail immediately to the person it is addressed to or you can make sure it goes to the top of the pile when you are prioritizing mail for that person.

Another form of urgent mail is Express Post.

The sender pays extra postage for an item to be priority processed for prompt delivery, usually the next working day.

An organization may have specific procedures in place for sorting and distributing urgent mail.


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1- Explain distributing the mail? 3 point __________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________

2- Differentiate confidential mail and Urgent mail? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________


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Information Sheet-4 Sorting and despatching mail

4.1- Sorting and despatching mail

Opening, sorting and prioritizing incoming mail

Workplaces have procedures to ensure that all incoming mail is treated in an appropriate,

consistent and efficient manner, to give employees a framework so that they know what is

expected of them – both by the organization itself and by senders of mail.

A specific area should be set aside for the sorting of mail – all necessary equipment can be on

hand in this area. Mail should be sorted into categories. Urgent mail should be delivered to

relevant personnel immediately. Articles marked “Confidential” or “Private” should be set

aside for the attention of the person named, and not opened. If an article of mail is opened in

error, it should be resealed and marked “opened in error” on the envelope that includes your

initials and the date. Other mail can be opened by the office assistant or receptionist.

Mail should be date stamped, also with the time received, and with the initials of the person

opening it. Envelopes should not be destroyed until the return address is checked. Ensure

that all enclosures have been received. If any are missing, add a notation to the

correspondence. Enclosures should be attached

Prioritizing Mail

Mail should be sorted in order of importance and then placed neatly in a manila folder or

folders for distribution. It is important that mail is not lost or misplaced in this process, so

follow these simple guidelines when prioritizing the mail:

1. Personal or confidential letters, unopened, are at the top of the pile. 2. Any small items such as a receipt that is not accompanied by a letter, and may be

easily lost. 3. Any letter, fax etc that needs to be dealt with urgently (consider deadlines etc) 4. Letters with cheques attached 5. General correspondences such as letters or faxes with all attachments fastened

securely 6. Financial documents such as invoices, adjustment notes and bank statements 7. Quotations, orders, drawings 8. Relevant promotional literature and flyers 9. Trade journals 10. Price lists and catalogues 11. Newspapers 12. Junk mail

Remember, this order is only a guide, placing unopened, small and urgent mail at the top of

the pile, general correspondence in the middle, and the larger books and newspapers at the

bottom.

DISPATCHING MAIL


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When the mail has been opened, sorted, recorded and prioritized, it needs to

be dispatched to the nominated person. This may be to the manager of the

business, to a department manager, to an administrative support person in a

particular department, or to an individual addressee. What method is used

depends on the size of the organization, whether there is a pigeon hole

system for departments or individuals, and other organizational requirements.

Pigeon holes are a cabinet with many slots inserted, and each slot has the

name of an individual or a department on it.



1- What is Prioritizing Mail? 3 point __________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________

2- What is dispatching mail? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________

Answer Sheet

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________




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Information Sheet-5 Recording and/or reporting damaged, suspicious or missing items

5.1- Recording and/or reporting damaged, suspicious or missing items

Recording incoming mail

Methods of recording mail will vary from employer to employer. Some businesses may record

all incoming mail in an Inwards Mail Register or it may be only used to record cheques,

money orders or valuable and important documents, information which may be required at a

later date.

An example of an Inwards Mail Register is shown below.

INWARDS MAIL REGISTER JONES CLEANING SERVICES

Date Nature of mail Received from Enclosures Passed to

4 July 07 Business cleaning service

Casey Consulting

- James White

7 July 07 Rates enquiry Simone Davis Plan of offices Shirley Black

Many businesses recycle certain envelopes. It is possible to reuse large postage packs.

Other mail matter which is no longer of use can be shredded or placed in a recycle bin

Suspicious Mail

Some organizations are prone to receiving suspicious mail, particularly political or religious

organizations. However, everyone should remain vigilant to suspicious mail. It is any mail that

looks unusual, makes noises or smells strange. Mail that has been re-sealed and looks as if it

was previously opened or interfered with, or is delivered in a way that cannot be identified,

should also be treated as suspicious. NEVER open suspicious mail, and do not touch or move

the item. Notify your supervisor or your organization’s security staff immediately, and follow

their directions and organizational policies such as evacuation procedures.

If your organization has concerns regarding security issues, it may have an X-ray machine to

check the safety of incoming mail. In this case you would be required to follow specific

procedures, and training would be provided. The office assistant/receptionist should be aware

of the recommended procedures to follow if a suspicious mail package is received. The

Attorney-General’s Department has released a fact sheet on dealing with suspicious mail.

Refer to their website for more details, at www.ag.gov.au/department.html.

Characteristics of suspicious mail:

Handwritten or poorly typed address

Addressed to someone no longer with the organization

http://www.ag.gov.au/department.html


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Incorrect title but no name

Misspelled words

No return address

Postmark shows a city or State that does not match the return address

Excessive postage

Excessive tape, string or wrapping

Unexpected or from someone unfamiliar to the recipient

Of unusual weight, given its size, or lopsided or oddly shaped

Has protruding wires

Has a strange odor, or is stained or discolored

Makes a noise

Leaking unidentified powder

DAMAGED MAIL

Mail may have become damaged in the course of its travels. For example it may have got

wet, crushed, torn or the name of the recipient may have been smudged or torn off, so that it

can no longer be read. In these cases, an appropriate note should be made in the Inwards

Mail Register. The mail should be opened and the recipient identified, if possible by the

contents (eg. their name may appear on a letter inside the item). If the recipient cannot be

identified, and it is unclear what the item relates to, you should try to establish the sender’s

details and contact them to find out more information

Incoming mail may be damaged for a variety of reasons:

Mail exposed to weather (e.g. water damage from rain)

Mail roughly handled (e.g. broken contents, torn address labels

Pilfered mail (contents may be missing, parcels slit open)

DAMAGED MAIL

DAMAGED MAIL


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1- What is Suspicious Mail? 3 point __________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

_____________________________________________

1- What are the Characteristics of suspicious mail? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________




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Instruction Sheet LG09.Collecting and dispatching

outgoing mail



Collecting, checking and sorting outgoing mail

Recording and processing outgoing mail

Dispatching mail to meet designated time lines

Second learning guide will also assist you to attain the following content. Specifically, upon


● Collect, check and sort outgoing mail ● Record and process outgoing mail ● Dispatch mail to meet designated time lines items




8. Read the information written in the information “Sheet 1, Sheet 2 and Sheet 3.

9. Accomplish the “Self-check -1 and Self-check- 2, Self-check- 3.


outcome.


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Information Sheet-1 Collecting and Dispatching outgoing mail

LO2.Collecting and dispatching outgoing mail

2.1- Collecting, checking and sorting outgoing mail 2.2- Recording and processing outgoing mail 2.3- Dispatching mail to meet designated time lines

2.1- Collecting, checking and sorting outgoing mail

OUTGOING MAIL

Outgoing mail should be collected from designated collection points at regular intervals

throughout the day and prepared for posting.

The greater the volume of mail to be handled, the more frequently it should be collected to

allow continual preparation and to avoid ‘bottlenecks’ towards the end of the day The

procedures will state:

The time the mail is to be at the collection point(s) so all staff are aware of the latest time for mail to be collected

The time that the Mail Clerk is to be at the Post Office.

The Mail Clerk should also know the other services offered by Australia Post. Full information

on these services can be obtained through your local Post Office. The Postal Charges

Booklet that all businesses should keep up-to-date also gives most of the important details of

available services.

CHECKING OUTGOING MAIL

Outgoing mail should be checked thoroughly before dispatch so that there are no delays

caused by errors in addressing, packaging, enclosures, etc.

The following is a list of things that should be checked before mail is dispatched:

Check that both the letter and the envelope are addressed to same person

Check the letter has been signed

Check that all relevant enclosures are included in the envelope/package

Use file reference numbers on letters for identification purposes

Check that the return address is included

If using recycled packaging, ensure any previous address is covered up


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Ensure that packaging is secure (breakable articles should be wrapped using bubble wrap, polystyrene foam, shredded paper, cotton wool or padded bags).

ORTING OUTGOING MAIL

Mail must be sorted according to its destination, size, weight and method of posting to

ensure it is processed and sent as quickly as possible.

Letters should be sorted into the following categories:

Local

Elsewhere

Overseas Bulk Mail has a range of services and discounts suitable for businesses that post mail in

large quantities. Bulk mail options are generally used for marketing mail outs, publication mail

outs, flyers and local mail.

There are THREE categories of bulk mail:

1) Pre-Sort discounts – mail is sorted by postcodes before being lodged with Australia Post

2) Bulk Local Delivery Service – discount rates apply to local organizations sending large quantities of mail at the counter of the local Post Office

3) Print Post – a service for the delivery of publications. Publishers of regular newsletters and magazines can save money using this service

PARCELS

Parcels can be sent by:

Parcel Post

Express Post

Registered Post

Air mail

Courier

STEPS TO FOLLOW

1. Sort – sort mail into categories as defined above 2. Bundle and Batch – bundle up categorized mail and place rubber

bands around each pile to secure

S


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3. Postage Charges – calculate postage charges

Correctly Preparing Items for Dispatch

Before posting, mail should be checked for accuracy and completeness. This includes

checking that:

the letter and envelope are addressed to same person

all letters and cheques have been signed

all enclosures or attachments are included and are securely fastened to letters

address details and layout are correct

the address is correctly positioned if using window-face envelopes

a return address is included

letters are folded correctly to ensure minimum creasing and ease of opening

parcels are securely packaged

If possible, all matter for one address is assembled together to go in one envelope.

Sort the mail into similar items – parcels, general letters, special services such as express or

registered mail, overseas mail – to take advantage of cost savings and to more easily

calculate postage.


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1- What is outgoing mail? 3 point __________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

_________________________________

2- How to sort outgoing mail? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________

Answer Sheet

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________




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Information Sheet-2 Recording and processing outgoing mail

2.2- Recording and processing outgoing mail

Recording and processing outgoing mail for dispatch and Recording outgoing mail may

include:

Electronic (specialist software, database, spreadsheet systems)

paper-based (mail book, form, file)

Processing mail for dispatch may include:

calculating and paying for postage

DX mail

registering mail

ALCULATING THE COST OF POSTAGE

It is important for the Mail Clerk to accurately calculate the cost of each article from the

organization. The cost of the article is calculated according to the following criteria:

Size

Thickness

Weight

Destination of article

Any extra services required (eg. registered, express post)

Always ensure that an up-to-date Postage Charges Booklet is in the mail room/desk of your

organization.

MAILING SERVICES

There are a range of mail services available, both from Australia Post and private providers.

Conditions and costs vary, and change periodically.

Decide on the type of service required – normal post, express, registered, bulk, Document Exchange, fax or email.

Choose the most appropriate carrier – Australia Post, a courier service, or DX Mail.

C


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This could depend on:

The type, size and weight of items to be lodged Cost of the different services Destination and urgency of delivery Necessity for proof of delivery Number of items being dispatched

Process in accordance with the organizational requirements of that carrier – address requirements, packaging, and documentation.

Correctly Addressing the Mail

The speed and success of delivery of your mail depends on correct details on the envelope.

Australia Post stipulates the following guidelines for correctly mail to allow for efficient

processing:

Display correctly – use ‘open punctuation’ (this means no unnecessary punctuation – no commas at the end of each line, no full stops after Titles or between the initials of States etc)

Use the addressee’s full, correct name Street number using a dash to indicate a number range e.g. 231-251 Smith Street Flat, unit, apartment or suite number in conjunction with the street number e.g. 3/21

Smith Street Floor or Level using a comma to separate from the unit and street address e.g. Level 5,

3/21 Smith Street City, State and Postcode as the last line of the address – ALL IN CAPITAL LETTERS

AND PUNCTUATION FREE Don't indent or stagger address lines - each line should start at the same point on the

left hand side. Do not underline anything - no words in the address should be underlined. Do not use postcode squares for machine-addressed letters. Include your return address on the envelope Attach appropriate stickers

Maxamilion Strauss

PO Box 828

HORNSBY NSW 1630

REGISTERED POST

The Manager

Auchenflower International Trading Co

Level 8, 3/241 Raymond Street

ARTARMON NSW 2064

Postage

Paid

Ethiopia


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Addressing Letters to Businesses

A letter must always be addressed to a person at the place of business.

For a Company, address the letter to The Manager

E.g. The Manager

Arnott’s Biscuits Pty Limited

For an Organization or Club, address the letter to The Secretary

E.g. The Secretary

Nelson Bay Netball Club Inc

For several people use their titles to address the letter

E.g. Messrs Noel Brown and Associates

Messrs Dick Smith and Rod Taylor, but

Mr Ali and Miss Hawoaden

The person’s position in the business may follow their name

EgHawoadenand Mr Ali

Solicitors

Mr Abdirahman

Managing Director

AMP Pty Limited

PROCESSING THE OUTGOING MAIL

In a small organization, the outgoing mail is generally collected and processed by a

nominated member of the office staff. However, in a large organization, outgoing mail is

generally:

• Placed in out trays on people’s desks

• Collected several times throughout the day and processed

• Taken to a mailing department for dispatch

Equipment Used in Processing Outgoing Mail

A letter gauge indicating whether letters will be classified as small (standard) or large

letters

A Postcode book

A set of scales to weigh large letters and parcels to help determine cost of postage

A current Postal Charges Book or access to the internet to calculate exact postage

Stamps or postage meter, or documents required for paying postage, such as by bulk

mail

Assorted special stickers and envelopes, eg Fragile, Airmail, Express Envelopes

Paper clips, stapler, packaging materials, string and labels for secure packaging


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An Outward Mail Register to record all outgoing mail

Mailing lists for regular volume mailings



1- How to calculate the cost of postage? 3 point __________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________

2- How to Address Letters to Businesses? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________

Answer Sheet

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________




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Information Sheet-3 Dispatching mail to meet designated time lines

2.3- Dispatching mail to meet designated time lines

Mail should always be forwarded to the time lines so the organization can conduct its

business effectively. Speak to your supervisor if you ever have any problems with the

timelines. Sometimes the problems will be out of your control; for example, if the mail is

delivered late. You can distribute mail in various ways. For example, you might place mail for

each person in a separate folder and deliver it to their in-tray.

Some organizations may have an area where employees collect mail and you may be

responsible for depositing mailing the correct pigeonholes. Large organizations may have mail

collection points for each department. Organizations with numerous offices in various location

specified collection points and pick-up there may be a number of different internal distribution

systems operating at the same time.

Once you have checked all mail items have been correctly processed, they are ready to send.

In some organizations, you will have to take the mail to the post Office. In other organizations

the mail is collected from the front office. If you have large quantities of mail to send, it may be

easier to wheel the mail to the post office on a trolley, ask a colleague to help you, or make

two or more trips. Remember to follow the appropriate work health and safety guidelines when

processing and Transporting mail.

Refer to your workplace policies and procedures for guidance or ask your supervisor. Time

lines and deadlines are extremely important when handling mail. To understand why, think of

some of the reasons people send mail. For example, an Organization may pay for goods and

services through the mail. When accounts Are left unpaid, supply may be stopped. Contracts

for future projects may require Documents to be signed and sent urgently to close a deal.

Many official documents, such as those for the Australian Tax Office, must be lodged by a

certain date to avoid fines.

Dispatch mail on time

It is important for mail items to reach their destination on time, in their original condition.

Here are some tips for dispatching mail on time.

Prepare mail on time- Familiarize yourself with the length of time it takes to send

Different sorts of items.


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Choose a mail service-Choose the appropriate mailing service to get the item to the

addressee on time.

Distribution lists store names and addresses of frequently used contacts and is

used, for example, when sending bulk e-mail.



1- How to Dispatch mail? 3 point __________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________

2- How to dispatch mail on time? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________


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Instruction Sheet LG10:Organizing Urgent and same

day deliveries



● Evaluating delivery options and selecting best option

● Preparing items for urgent delivery and carrier specifications

● Organizing lodgment or pick up of emergency deliveries and follow-up

Third learning guide will also assist you to attain the following content. Specifically, upon


● Evaluate delivery options and select best option ● Prepare items for urgent delivery and carrier specifications ● Organize lodgment or pick up of emergency deliveries and follow-up




13. Read the information written in the information “Sheet 1 and Sheet 2, Sheet 3

14. Accomplish the “Self-check -1 and Self-check- 2, Self-check- 3.


outcome.


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Information Sheet-1 Evaluating delivery options and selecting best option

LO3.Organizing Urgent and same day deliveries

3.1- Evaluating delivery options and selecting best option 3.2- Preparing items for urgent delivery and carrier specifications 3.3- Organizing lodgement or pick up of emergency deliveries and follow-up

3.1- Evaluating delivery options and selecting best option Evaluating delivery options and selecting best option Delivery options may include:

Courier

Express mail

Overnight bag

DX mail

Courier services

Items are usually sent by courier when they are urgent and when other mail services cannot

deliver the item within the necessary time frame. Couriers may also be used when items are

fragile or confidential and need to be delivered to a specific person.

Some courier services include:

door-to-door service

guaranteed one-hour service in your area for urgent documents

same day service

overnight express

International services.

Express Post

Express Post is a service offered by Australia Post that guarantees delivery to capital cities by

the next business day. However, you should be aware that it generally takes two days if the

recipient’s address is beyond the metropolitan area. Prepaid envelopes in a range of sizes are

available for flat documents as well as parcels. This service is an appropriate option for urgent

deliveries.


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DX mail

Using the DX Mail service is an efficient way of sending and receiving mail. However,

organizations have to be members of DX Mail and pay an annual membership fee to receive

and send mail in this way. If your organization is a member, find out if any of your customers

are fellow members because using this service may be appropriate for sending urgent mail.

Best option may include:

● Cost

● Delivery location

● Nature of contents (bulky, fragile, confidential)

● Quantity of delivery items

● Time constraints

Delivery Options for Sending Parcels through a Courier Service

Couriers provide a carrier service for letters and parcels to most areas within Australia, and

overseas. Couriers are often used to send documents or parcels:

• That have to arrive at their destination very quickly

• That are too big or too heavy to send through the normal channels of Australia Post

• That are fragile

• That require special security

The cost of sending an article by courier will vary depending on:

The size of the article

How much the article weighs

The distance the article is going

The urgency for it to arrive

The nature of the article e.g. fragile, confidential, perishable

Whether any discounts are offered by a preferred courier service

If you are asked to organize a courier you should always check if the Company has a

preferred supplier, who may offer discounts to regular customers. If the business does not

have a contract with a courier, you should obtain quotes from several freight companies and

compare prices. The Yellow Pages provides a list of couriers, as well as details about the

services they offer, such as delivery routes and timeframes.

A consignment note should be attached to all articles, showing clear details of senders and

recipient’s name and address. The pick-up driver will sign the consignment note and leave a

copy, providing proof of dispatch. It is also usual for courier companies to have the recipient

sign for receiving the delivery as proof of delivery. Records of all consignments should be

kept. Good record keeping allows the follow up of any missing documents or parcels.


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Sometimes, follow up can be in the form of a phone call to confirm that the goods have

arrived, or to advice of their dispatch. Also, some companies allow tracking of consignments

online by quoting their consignment number.

When a package is received, it should be examined for any obvious damage, and then

opened as soon as possible so that its contents can be checked against the delivery docket or

tax invoice. If goods are missing or damaged, notify the sender as soon as possible to inform

them and request a refund or replacement of the missing/damaged items.



1- When do we need to use Courier services? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________________

2- Differentiate Express mail and DX mail? 3 point

__________________________________________________________________________

__________________________________________________________________________

____________________________

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________




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Information Sheet-2 Preparing items for urgent delivery and carrier specifications

3.2 Preparing items for urgent delivery and carrier specifications

The particular method of delivery for an urgent mail item will depend on a number of factors

including when the mail needs to reach its destination and the location of the delivery point.

For example, an item may need to reach its intended address within two hours. The best

option in this instance may be to use a courier, however if the address is close by and you

have time then it may be better to hand deliver the item. In order to identify the best method

for an urgent delivery, you need to ask the following questions.

1. When does the item need to reach its destination?

2. What is the address of the delivery point?

3. What are the wishes of the legal practitioner?

4. If appropriate, do you have time to hand deliver the item?

Once you have the answers to these questions you can then determine the most appropriate

method of delivery. If you are ever unsure as to the best method of delivery you can ask your

supervisor or the legal practitioner for whom the urgent item is being sent.

Hand delivery

You may be required to hand deliver an urgent mail item. If you are required to do so then

ensure that you clarify where the mail is to be picked up from and when it needs to be

delivered. Although you should attempt to deliver the mail to the addressee this is not always

possible, For example, you may have to leave a mail item with a receptionist. Therefore, it is

a good idea to keep a record of what mail you have hand delivered, when it was delivered and

to whom it was delivered.

Keeping a record of your deliveries will help you confirm who received the mail and when.

Sometimes the information recorded will be used to prepare an Affidavit confirming the

delivery of the mail item.

Deliver mail

Mail should always be forwarded to the recipient within the organization’s designated time

lines so business is conducted effectively. Speak to your supervisor if you ever have any

problems with the time lines. Sometimes the problems may be out of your control; for

example, if the mail is delivered late. You can distribute mail in various ways. For example,

you may place mail for people in a separate folder and deliver it to their in-tray. Some

organizations may have an area where employees collect mail and you may be responsible


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for depositing mail in the correct pigeonholes. Large organizations may have mail collection

points for each department. Organizations with numerous offices in various locations may

have an internal mail system, with specified collection points and pick-up and drop-off times.

URGENT SAME DAY DELIVERIES

Businesses have a range of options available. They may use the Post Office’s services –

express post/overnight bag or they may have a contract with a courier service/s for urgent

delivery of frequently used documents e.g. x-rays or solicitor documents. Fast services for

time-critical documents cost more than slower services.

Prepare Parcels

Consider the following tips when preparing a package to send by courier:

1. Pack the article in a cardboard box of the right size. 2. Line the bottom and sides of the cardboard box with recycled newspaper to give added

protection.

3. Pack shredded paper or polystyrene material around, above and below the article to protect it and prevent it from moving about in the box.

4. When the contents are securely packed, seal the box with sticky tape, string or strapping.

5. Reinforce the corners and flaps of cartons with masking tape. 6. Clearly indicate the name and address of the person or company the article is going to,

as well as the name and address of the person sending the parcel. 7. Attach appropriate stickers such as Urgent or Fragile to the package.


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1- What are the questions that we need to ask ourselves to identify the best method for an urgent delivery? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________

2- How to Prepare Parcels? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________

Answer Sheet

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________




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Information Sheet-3 Organizing lodgement or pick up of emergency deliveries and follow-up

3.3- Organizing lodgment or pick up of emergency deliveries and follow-up

Processing in accordance with organizational requirements may include:

● addressee/organization

● appropriate carrier (courier, normal mail, express post)

● Date of dispatch

● Receipts attached where appropriate

● Reference number

● Sender

● sender's department

Lodgment or pick-up of urgent deliveries

When an item is to be sent urgently, couriers will usually collect the mail item from your

organization. The item should be left at reception in a clearly marked envelope.

This arrangement may also be true of DX items. Large organizations may have their DX

items picked up from the offices. If you are sending mail urgently by Express Post, the items

will have to be taken to a local gold letter box or post office and lodged there.

RECORDING OUTGOING MAIL

Most organizations record the items dispatched each day. This procedure makes it quick and

easy to follow up mail that was not received or to determine exactly when an item was sent.

Many organizations have a separate outgoing mail register where these records are kept. Mail

records may be electronic and/or paper based.

The following shows the different formats in which records can be kept.

Electronic records

Paper-based records

Specialist software Mail books

Databases Forms

Spreadsheets Files

Recording all outgoing items in an Outgoing Mail Register or Postage Book is good

business practice for the following reasons:


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It is a checklist to ensure that all outgoing mail has been sent

It serves as a check if clients later advise they didn’t receive a response to an enquiry

Queries regarding postage dates can be quickly answered

The method of posting can be identified

Costs can be checked

It may be procedure in some organizations for staff to make duplicate copies of all outgoing

mail, including faxes and email messages for filing as an official record of correspondence.

The Outgoing Mail Register may include the following details:

Date of dispatch

Sender

Sender’s department

Name of addressee and organization

Service (courier, normal mail, Express Post, air mail, etc)

File reference number

Receipts attached where appropriate

Cost of send An example of an Outgoing Mail Register is shown below.

OUTGOING MAIL REGISTER JONES CLEANING SERVICES

Date Nature of mail Sent from/to File reference number

Method Used

Cost

4 July 18 Quote for services Jo Brown to Jane Moore

7983BN Standard Post

$2.00

7 July 18 Cheque payment for services

Cam Benson EL7923 Express Post

$1.50

Some organizations keep a record of the details and cost of all outgoing mail in a Postage

Book. The postage book is part of the financial records of an organization, so accuracy in the

recording of this book/register is of great importance.

A Postage Book is kept on the Impress System; ie a certain amount of stamps used plus the

amount of stamps left in the tin should equal the amount of the original impress.

STAMPS USED + STAMPS/MONEY IN TIN = ORIGINAL IMPREST.

An example: $80.00 is the imprest; halfway through the week we have used $54.00 worth of

stamps; therefore $26.00 worth of stamps should be left in the tin.


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1- What it includes the Outgoing Mail Register? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________

2- Write the different formats in which records can be kept? 3 point

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

____________________________

Answer Sheet

Name: _________________________ Date: _______________

Score = ___________

Rating: ____________




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List of Reference Materials

1. BSBINM202 Handle mail (Aspire Training& Consulting)

2. Handling Mail :: 47 Commerce (Business Studies)

3. BSBINM202A HANDLE MAIL( Axum polytechnic college)

4. www.google.com (books)

http://www.google.com/